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Support ticket took 6 days, but they actually fixed the root cause

VPS Hosting by marcus_qc 6 replies 418 views
marcus_qc

Member OP

#1

Hey folks gonna keep this short I had a weird network drop on my InterServer node that only hit ipv6 routes ipv4 was fine super annoying for my docker setup anyway I opened a ticket expecting the usual reboot and pray instead they asked for traceroutes I sent them they went quiet for 5 days I was kinda annoyed ngl then day 6 they come back with a full bgp analysis and a routing patch on their upstream that fixed it for real never had that before usually its sorry we rebooted it and closed the ticket

42U and still growing
lucgone

Member

Le Baguette

#2

Six days is a long time to wait though. I wonder if I would have the patience. Maybe the fix is worth it. Maybe not...

Vive la résistance... électrique
SamAlvi

Member

Self-Host Everything

#3

Why pay for support ticket roulette when you can self-host it with a proper docker compose stack on a HostHatch and your own bgp session look I get it not everyone wants to run bird2 and negotiate with upstreams but the point is you own the resolution timeline no waiting 6 days for someone else to care enough to do real diagnostics reverse proxy your apps behind nginx proxy manager and sleep soundly

my cloud. my rules. my 3AM alerts.
IM

Member

#4

Ngl 6 days for bgp analysis is actually fast in carrier land I waited 3 weeks for a vRAM allocation bug on a Vultr gpu instance once they just kept swapping the card til I gave up at least these guys did the work

lucgone

Member

Le Baguette

#5

Your story give me hope 😅 maybe the slow support is the good support sometimes

Vive la résistance... électrique
DE

Member

#6

Fast close is not fixed close.

netop_mares

Member

#7

They want everything in minutes. I remember when a trouble ticket meant a phone call and a week of waiting. And we were grateful when the engineer actually read the notes. Six days for root cause is not a failure. It is a vanished art. The metrics dashboards have ruined expectations. Response time is not resolution quality. Never was...

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